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Refund Policy

Last updated: January 1, 2025

Because fragrance is a personal use product, returns are accepted only in specific cases. This page explains when returns are allowed, how to report issues, how returns are shipped, and how store credit works.

When do you accept a return?

Returns are accepted only when:

  • The parcel or product was damaged, leaking, broken, or clearly tampered with in transit; or

  • The wrong item or wrong quantity was sent due to a warehouse error; or

  • The product is defective or missing a component due to our error.

We cannot accept returns for opened or used bottles, preference based returns, late claims without evidence, or items returned without authorization.

How do I report damage or tampering?

Please unbox on the day the carrier marks the parcel delivered. This helps us file a valid carrier claim and fix the issue quickly.

  • Step 1: Record a short unboxing video before opening the outer carton. Show the shipping label with your name and address, the inner protective packing, and the product as found.
  • Step 2: Take clear photos of the outer box, the shipping label, the inner packing, and the affected item or area.
  • Step 3: Email support@shopvoyara.com within 24 to 48 hours of delivery with your order number, a short description, and attach the video and photos.
  • Step 4: Keep all packaging and contents until we confirm next steps. We review most cases within 2–3 business days. If approved, we send a replacement at no cost or issue store credit. When a return is required for these cases, Voyara pays for the return shipping.

Who pays for return shipping?

  • If the issue is on us or the carrier (damage in transit, tampering, wrong item, defect, missing component), Voyara pays for the return and the replacement shipping.

  • If a customer initiated return is accepted outside these cases, the customer pays a $5 return shipping fee, which we deduct from the store credit.

  • If you book your own return, you pay the carrier directly and you are responsible for the parcel until it reaches us.

How do I send a return after approval?

You can use our label or arrange your own ground shipment.

Option A: We email a prepaid UPS ground label and a return window. Pack the unopened item in its original inner packaging and a sturdy outer carton. Attach the label and hand it to UPS. Use ground service only.

Option B: If you prefer to arrange your own ground shipment, email support@shopvoyara.com for authorization first. Then ship to the address below and include your Order Number and the line Brand: Voyara, c/o Pure Scentica LLC on the label or packing slip. After you ship, email the carrier name and tracking number within 24 hours so we can monitor the parcel.

Return address

ORDER NUMBER - XXXX
Voyara Returns, c/o Pure Scentica LLC
Stockmatic LLC
9675 NW 174th St, Suite 400
Miami, FL, USA

The label and any slip inside must include the Order Number and the line Brand: Voyara, c/o Pure Scentica LLC. Email the carrier and tracking number to support@shopvoyara.com within 24 hours.

What conditions apply and how long does it take?

Unless we state otherwise, items must be unused, unopened, and in their original packaging. Unapproved returns or items returned opened or used cannot be processed and may be discarded for safety.

When a return arrives, we inspect it within three to five business days and email you the result. If approved, store credit appears in your account within one to two business days.

Do you give refunds or store credits?

We do not issue cash or card refunds.
Approved returns are credited as store credit for the product value. Original shipping charges are not refundable. For customer initiated returns accepted outside damage or warehouse error, a $5 return shipping fee is deducted from the credit.

Store credits do not expire and can be used on any future order. If you paid a shipping fee on the original order, your credit reflects the product value only.

Store credit policy

  • Form of credit: Approved returns are issued as store credit in US dollars. No cash or card refunds are issued.

  • Issuance timing: Credits post to the customer account within one to two business days after approval.

  • Use: Credits may be applied to merchandise at checkout. Taxes and shipping are calculated after the credit is applied.

  • Partial use: Credits may be used partially; remaining balances stay on the account until used.

  • Combination: Multiple credits may be combined on a single order if the site checkout allows.

  • Transferability: Credits are not transferable, not resellable, and not redeemable for cash.

  • Expiry: Credits do not expire.

  • Fraud and misuse: Credits may be voided if issued or obtained through fraud or abuse, including but not limited to false claims.

  • Scope: Credits are valid on this website for US orders only unless stated otherwise on the credit.

Can I exchange an item?

If an item is damaged, defective, or incorrect, we replace it with the same item after approval. If you would like a different fragrance, you can place a new order using your store credit once it appears.

How do I reach you?

Returns approvals, damages, wrong items, defects, missing deliveries, and grievances: support@shopvoyara.com
Order updates, tracking, changes, and cancellations: orders@shopvoyara.com
Seller of record: Pure Scentica LLC, 43 W 43rd St, Suite 10, New York, NY 10036, USA
Returns and fulfillment partner: Stockmatic LLC, 9675 NW 174th St, Suite 400, Miami, FL, USA

What law applies and do you change this policy?

This policy and all purchases are governed by the laws of the State of New York, and disputes will be handled by the state or federal courts located in New York, USA. We may update this policy as our operations or laws change. The date at the top shows which version applies to your order.